You’ve only handled this many tickets? So few? Then I don’t need you!
That’s how a help desk service renewal negotiation might start with a client. Often, the client doesn’t want to terminate the collaboration but is looking to cut costs on a service that they don’t consider part of their core business.
But is it really fair to evaluate the quality of a help desk service solely based on the number of tickets handled? Shouldn’t a smoothly functioning IT system be the primary goal?
If we wanted to play dirty, we could simply adopt the slogan "more tickets, more business." We could ensure a high number of tickets—perhaps easy-to-resolve ones—meet contractual SLAs, and keep the client seemingly happy.
